顧客承諾與情緒勞務之關係：情感承諾的調節作用

The Relationship between Commitment to Customers and Emotional Labor: The Moderating Role of Affective Commitment

10.3966/199687602014020701003

黃品全(Pin-Chyuan Hwang)；韓明娟(Ming-Chuan Han)

自我決定 ； 情緒勞務 ； 調節焦點 ； 顧客承諾 ； self-determination ； emotional labor ； regulatory focus ； commitment to customer

組織與管理

7卷1期（2014 / 02 / 01）

83 - 114

繁體中文

本研究從Meyer承諾—動機整合模式的觀點，闡釋不同型態的顧客承諾（情感、規範、持續）對正面一致、深層飾演、表層飾演等情緒勞務之個別作用，並檢視情感承諾在規範及持續承諾的作用中所具備之調節意涵。在以縱貫面研究設計對208位旅館服務人員之有效樣本中發現，情感承諾與正面一致呈正向關係，與表層飾演則呈負向關係；規範承諾與深層及表層飾演呈正向關係。此外，情感承諾的調節分析發現，情感承諾能弱化規範承諾對深層、表層飾演的正向作用，亦能弱化持續承諾對表層飾演的正向作用。研究結果不僅顯示Meyer的整合模式在顧客承諾與情緒勞務研究的適用性，也提供了進一步的管理及實務意涵。

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